Withdrawal and returns

Last reviewed: 2026-09-08

Your 14-day withdrawal period

For a consumer’s online purchase of standard physical goods, the withdrawal period ends 14 days after the day the consumer, or a designated person other than the carrier, receives the goods. For one order delivered separately, it normally runs from receipt of the last item. Withdrawal can also be notified before delivery. No reason is required.

How to withdraw

Send an unambiguous statement identifying yourself and the purchase to the seller. The model form below is optional; another clear statement is sufficient. The seller’s contact details and a functioning online withdrawal option must be available when online sales open.

Download the model withdrawal form

Sending the product back

After notifying withdrawal, send the goods back within a further 14 days. Keep proof of dispatch. Do not send a return to an unconfirmed address.

Return address

Not yet provided

Return charges have not been set. A consumer may be required to pay direct return postage only if clearly informed before purchase; otherwise that cost falls to the seller. Returns due to a lack of conformity are handled under statutory guarantee rules, not as an ordinary change-of-mind return.

Refunds

Following full withdrawal, the seller refunds the purchase price and standard outbound delivery charge within 14 days of receiving the withdrawal notice. The seller may wait until the goods are received back or the consumer supplies proof of dispatch, whichever happens first. The refund uses the original payment method unless another method is expressly agreed without a fee. Extra costs for a more expensive delivery option need not be refunded.

Inspecting goods and exceptions

You may inspect goods as needed to establish their nature, characteristics and functioning. Handling beyond what is necessary can result in a lawful deduction for diminished value; it does not automatically remove the right to withdraw. Original packaging is not an absolute condition for withdrawal.

Any statutory exception, such as genuinely personalised goods, must actually apply and be explained before purchase. Being a prototype or being made after ordering does not by itself justify excluding withdrawal for a standard product.

Faults or delivery problems

The 14-day period does not limit statutory rights for defective goods or failed delivery. See our terms and conditions.